Call Center Operations Manager

Dividend - Operations Manager, Call CenterMake banking a Fifth Third better® We connect great people to great opportunities. Are you ready to take the next step? Discover a career in banking at Fifth Third Bank.GENERAL FUNCTION:Responsible for managing and coordinating activities of employees providing telephone customer support services. The Call Center Operations Manager will also be responsible for making any necessary changes in staffing based on the day of the week, sales promotion and other anticipated events.All employees are responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues and ensuring that actions and behaviors drive a positive customer experience. Operating within the Bank's risk appetite, you will achieve results while consistently identifying, assessing, managing, monitoring, and reporting risks of all types.ESSENTIAL DUTIES & RESPONSIBILITIES:Determine call center operational strategies by conducting needs assessments, defining user requirements, and establishing customer-service standards.Develop call center systems by developing customer interaction and voice response systems, and voice networks; design user interfaces; develop and execute user acceptance test plans; planning and controlling implementations.Maintain and improve call center operations by monitoring system performance, identifying and resolving problemsMaintain equipment by evaluating and installing updates; develop preventive maintenance programs; calling for repairs; evaluating and implementing upgradesMeet call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actionsPrepare call center performance reportsMaintain professional and technical knowledge by tracking emerging trends in call center operations managementAccomplish organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.Perform other duties as assignedSUPERVISORY RESPONSIBILITIES: Responsible for providing employees timely, candid and constructive feedback; developing employees to their full potential and providing challenging opportunities that enhance employee career growth; developing the appropriate talent pool to ensure adequate bench strength and succession planning; recognizing and rewarding employees for accomplishments.MINIMUM KNOWLEDGE & SKILLS REQUIRED:Bachelor's Degree in related field or equivalent work experience3+ years' experience as a call center managerStrong staff development skills and leadership abilityOutstanding organizational and time management skillsExcellent verbal and written communication skillsStrong customer service orientationTeam-oriented attitudeStrong relationship building skills both internally and externallyDemonstrates good knowledge of Microsoft Office, including Word, PowerPoint, and ExcelLOCATION -- Cincinnati, Ohio 45227Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.